- Company Name
- Paysend
- Job Title
- Junior System Administrator
- Job Description
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Job title: Junior System Administrator
Role Summary:
Provide first‑line technical support across hardware, operating systems (Windows & macOS), and common software. Resolve user issues promptly, maintain accurate records, and contribute to knowledge base creation, ensuring high levels of user satisfaction and service delivery.
Expectations:
- Strong technical foundation in computer hardware, Windows and macOS operating systems, and standard business applications.
- Proficient with remote support tools and MDM solutions (Intune, Jamf).
- Familiarity with ITIL principles, basic cybersecurity practices, and ability to train users on security.
- Ability to communicate technical concepts clearly to non‑technical audiences; good listening and empathy.
- Efficient prioritization, multitasking, and time‑management under pressure.
- Collaborative mindset to work with DevOps, Security, Monitoring, and DBA teams.
- Comfortable with collaboration platforms (Slack, Google Workspace, Jira, Confluence).
- Basic understanding of fintech terminology and processes is a plus.
Key Responsibilities:
1. Deliver first‑level IT support via phone, email, chat, and in‑person, troubleshooting hardware, software, and peripheral issues.
2. Evaluate, categorize, and prioritize incoming support requests based on urgency and business impact.
3. Diagnose and resolve issues, guiding users through step‑by‑step solutions; escalates complex problems to higher‑tier teams.
4. Assist with software installations, updates, and configurations, including company‑specific applications.
5. Handle account access requests: password resets, account unlocking, and user access management.
6. Maintain detailed logs of all support interactions and resolutions for reporting.
7. Contribute to the development and upkeep of a knowledge base, FAQs, and troubleshooting guides.
8. Employ remote desktop tools for off‑site issue resolution; provide basic end‑user training sessions.
9. Monitor IT asset inventory and software license compliance.
10. Collect user feedback to refine support processes and educate users on security risks.
11. Adhere to incident management procedures to minimize downtime during critical events.
12. Support shift schedules, including after‑hours coverage as required.
Required Skills:
- Troubleshooting and problem‑solving for hardware, OS, and software.
- Customer service excellence with patience, empathy, and clear communication.
- Documentation proficiency and accurate record‑keeping.
- Remote support tool utilization (Remote Desktop, VPN, RMM).
- Prioritization and multitasking across simultaneous incidents.
- Collaboration and teamwork with cross‑functional IT groups.
- Knowledge of ITIL frameworks and best‑practice service management.
- Basic cybersecurity awareness and user training capability.
- Ability to stay current with emerging technologies and industry trends.
- Cultural sensitivity in a diverse user environment.
Required Education & Certifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Azure Fundamentals, or equivalent are highly regarded.